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ArticleThe behavioral consequences of repeated flight delays

Juan‐Carlos Ferrer2011

Article2011

The behavioral consequences of repeated flight delays

Juan‐Carlos Ferrer · Paulo Rocha e Oliveira · A. Parasuraman

14 citations·0/0 files stored·Journal of Air Transport Management

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Aviation Industry Analysis and Trends Customer Service Quality and Loyalty Air Traffic Management and Optimization

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References

1979Prospect Theory: An Analysis of Decision under Risk 1988Prospect theory: An analysis of decision under risk 1995Customer Switching Behavior in Service Industries: An Exploratory Study 1998A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction 1994Waiting for Service: The Relationship between Delays and Evaluations of Service 2007OM Forum—Managing Customer Experiences: Perspectives on the Temporal Aspects of Service Encounters 2002Prospective and retrospective evaluations of experiences: how you evaluate an experience depends on when you evaluate it

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2014Living “up in the air”: Meeting the frequent flyer passenger

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Details

Year2011

Typearticle

Published2011-12-05

VenueJournal of Air Transport Management

ISSN-L0969-6997

Languageen

Citations14

Files0 public / 0

ShelfAviation Industry Analysis and Trends

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doi10.1016/j.jairtraman.2011.11.001

openalex_workW2013457231

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